Lindsay Martin

Developmental Role in Workforce Management from January 9, 2024 to current

• Manage all schedule requests for the contact center, including paid time off (PTO), to ensure we have adequate coverage for on-and-off phone work based on our weekly forecasts
• Pull daily reports using data from the previous day to share with our team
• Identifying agent behavioral trends and pinpointing areas where our contact center struggles to meet our service level (SL) goals
• Communicate effectively and candidly while coaching on proper procedures

Lead Customer Service Representative

• Assist customers with placing and tracking orders
• Help customers with requests for product returns.
• Answer questions about current promotions or programs or direct the customer where to find the information they are looking for
• Reach out on behalf of the customer to various departments to find answers to their questions and follow up with them when I have more information
• Process account credits / rebills / returns
• Facilitate Workgroup training
• Collaborated with cross-functional teams to ensure seamless communication and coordination for customer inquiries.

• Scheduling appointments and surgeries
• Gathering all medical records and required information for clients’ appointments
• Invoicing out all clients
• Explaining issues or concerns with clients regarding their visit
• Have knowledge about all our products and medication we sell to help inform clients with the best answers

• As the district manager I handled all the employee and manager schedules every week
• I oversaw food and labor cost at multiple stores
• My position handled all store repairs and maintenance needed
• All customer issues or complaints were directed to me
• I was also in charge of our catering department
• Managing and planning large events off and onsite

• Reduced stress levels among animals through consistent exercise routines and positive reinforcement techniques.
• Streamlined feeding procedures, resulting in timely and accurate meal distribution to all animals.
• Managed inventory of pet supplies, ensuring adequate stock levels while minimizing waste and costs.
• Promoted a safe environment for both staff and animals by adhering to strict safety guidelines and reporting any potential hazards promptly.
• Improved kennel cleanliness by implementing a thorough daily cleaning routine for all animal spaces.